Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our customer has claimed that they were send tickets for an event that had already passed, this is incorrect. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Additionally, our site is completely user-driven meaning all order details are either selected or in-put by the customer during checkout. Once our customer selected the listing they were interested in for Tim and Eric on 7/28/17 at 7:00 PM, they continued to the Login page which displays a detailed order summary on the right side reiterating the date and time of their event. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the event details, number and prices of their tickets, delivery and service fees, and the total charge of $106.60 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $106.60.” Our customer then proceeded to select “Place Order”, at which time their order was complete.This order was placed on 7/27/17 7:12 PM EST for an event on 7/28/2017 at 7:00 PM EST. The tickets they received, immediately after the order was placed, was for exact event and seat location which our customer selected. As a courtesy, the tickets were re-sent on 7/28/17 8:03 AM EST and again on 7/29/17 8:40 PM EST, after the event at the customer's request. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. As all order details were sufficiently displayed prior to placing their order and the tickets which our customer selected were delivered prior to their event, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us, as we appreciate the opportunity to address a Mr. [redacted]s' concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live...
events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their ticket location, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Mr. [redacted]s regarding this issue and have addressed his ticket location is consistent with what he ordered. We hope that Mr. [redacted]s was able to enjoy his event and encourage him to contact our management team if he has any additional concerns; as it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for getting back to us regarding this issue. As we have stated previously, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fees. As Ms. [redacted] stated, the prices of her tickets, delivery and service fees, and the total charges are highlighted in red on the right hand side of the checkout. In addition, Ms. [redacted]’s order total was displayed directly above the place order button and states “By clicking “Place Order”, your credit card will be charged” and her order total.Although we were not able to speak with her on the phone, as Ms. [redacted] indicated, we were able to assist her and reiterate these policies via email. If Ms. [redacted] has any additional concerns she would like to discuss, she is welcome to reach out to our customer service department. As it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders...
and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr[redacted]'s order, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their their event date, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Mr[redacted] regarding this issue and have reached an amicable resolution. Our management team is available to handle any additional concerns that Mr[redacted] may have. As it currently stands, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our customer has indicated they did not receive their tickets in time for their event, to which we would like to provide clarification at this time. Our customer placed their order on 2/25/2018 for four tickets to St. Louis Blues at Nashville Predators which took place the same day. It should be noted that our customer purchased these tickets at 11:10AM, which is after the event had already started at 11:00AM. Our customer’s valid electronic tickets were sent to them via email at 11:49AM CST, which is 39 minutes after they initially placed their order.Vivid Seats maintains that our customer’s order was filled properly, as their tickets were sent to them shortly after their order was confirmed. In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction. Nonetheless, in an effort to reach an amicable resolution with our customer, we have accepted their dispute and they were ultimately refunded via their financial institution. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. To clarify, Vivid Seats is a resale marketplace, this means we are not affiliated with any artist or venue and does not generate...
tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. We facilitate thousands of successful transactions each day with the mission to connect customers with individual ticket holders and amazing live events. Because so many sellers list tickets on our site for numerous events, listing errors do occur in very rare cases. It appears that Mr. and Mrs. [redacted] experienced such an error with their order. Vivid Seats offers a 100% Buyer Guarantee for every order. This guarantee specifically states, “We work in tight collaboration with our ticket resellers for your order, and we guarantee that the tickets you receive are identical, comparable or better than the ones you ordered, or your money back.” As we were unable to provide Mr. and Mrs. [redacted] with comparable or better seats, they were entitled to a full refund. As such, prior to receiving this complaint the order had been refunded on 10/17. Depending on Mr. and Mrs. [redacted] financial institution, it can take three to five business days for their account to reflect this. At this time we consider this matter resolved. If Mr. and Mrs. [redacted] have any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our site is completely user-driven meaning all details are either selected or in-put by the customer. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. After selecting the listing our customer was interested in, they continued to the Login page and proceeded to enter their shipping and billing address. The zip code on the billing address was entered as [redacted] though the zip code our customer entered for the shipping address was [redacted]. Our customer proceeded to the checkout page and was presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Once our customer submitted their order, they received an order summary email which restated the customer’s information including the shipping address. The following day our customer received an email with the [redacted] tracking number, [redacted], to monitor delivery. As verified by this tracking number, the postal code the customer provided was incorrect. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.As a courtesy, we inquired with the seller on this purchase regarding a reissue of the tickets. It should be noted that this was done as a courtesy as reissue requests are often dependent upon the primary issuer of the tickets with which we have no affiliation; therefore the result of such requests are outside of our purview. The seller later notified us that they would be unable to comply with the reissue request. In the interest of customer satisfaction, we offered our customer a one-time courtesy resolution. This offer, however, was declined by our customer. As such, we consider this matter closed. Any additional questions our customer may have can be directed to our customer service department. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Vivid Seats facilitates thousands of...
successful transactions each day with satisfied customers so we are confident in our delivery process. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day. In our measures to maintain a high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly. Though Mr. [redacted] indicated that the morning of his event he had not received further information regarding the delivery of his tickets at which time he contacted us, we would like to provide clarification. Mr. [redacted] placed his order on 12/30/2016 at 7:38 PM CST and his Special Delivery instructions were sent precisely at 11:03 PM CST to the email address on file for his event which took place the following day. Our records verify that the directions that were sent to Mr. [redacted]’s email were viewed from a workstation, not a mobile device, at 12/31/2016 at 7:29 AM CST. When Mr. [redacted] later contacted us at roughly 1:30 PM CST regarding his claim that his tickets had been picked up by another individual, we acted quickly to thoroughly investigate this matter as we take such claims seriously. We immediately contacted the seller of Mr. [redacted]’s tickets who stated that the customer had contacted him for directions to the location and proceeded to pick up the tickets with two companions. Additionally, the seller provided documentation regarding this communication which occurred at roughly 7:32 AM CST, minutes after the directions were viewed, and again at 10:33 AM CST, roughly thirty minutes before the tickets were picked up. During our investigation into this matter, Vivid Seats also obtained documentation that Mr. [redacted]’s three tickets were scanned into the venue shortly after he contacted us at 1:30 PM CST. Provided the above information, we are unable to substantiate Mr. [redacted]’s claim. Though Mr. [redacted] has stated that we did not attempt to resolve this matter, we have thoroughly addressed Mr. [redacted]’s concerns prior to receiving this claim in addition to offering him a resolution. Mr. [redacted] has since declined this offer made in the interest of customer service. As it currently stands, we consider this matter closed and encourage Mr. [redacted] to contact our customer service if he has any additional concerns regarding his order. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because:To me, 100% customer satisfaction means full customer support when purchasing goods and services. When an issue arose while trying to get access to my tickets, VividSeats "Customer Service" didn't answer my call and was unresponsive causing me to miss the beginning of the event that I purchased tickets for. I nearly missed the entire event but thankfully was able to purchase tickets elsewhere. I reject the offer that was made because the offer is a credit for $100-$200 to purchase additional tickets from VividSeats whom will charge me MORE for additional fees for their service, the very thing I want to avoid. This is not an acceptable offer and I will not accept it. I will not pay the very company that is causing 100% customer dissatisfaction to cause additional frustrations.After additional research, I've discovered that there are several dissatisfied customers that have experienced similar issues, this is no way to run a business.
Sincerely,
[redacted]
Thank you for contacting us in reference to this matter. We appreciate this opportunity to address the concerns of our valued customer, Mr. [redacted]. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. In regards to Mr. [redacted]’s claim that he never received tickets to his event, should be noted as incorrect. On 7/31/16, Mr. [redacted] placed an order for tickets to [redacted], which was scheduled to take place at 7:00 PM on 9/18/16. Before Mr. [redacted] submitted this order, Email Delivery was provided as the delivery method. The tickets Mr. [redacted] purchased were delivered to him at 8:07 AM the morning of 9/18/16 for his event that evening. With respect to Mr. [redacted]'s statement that his tickets were supposed to arrive before a certain date, we would like to provide clarification. The date Mr. [redacted] is describing is the Estimated Ship Date. This is the date we estimate the tickets will be shipped, not a guarantee. Estimated Ship Date is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. However, we do guarantee our customer that tickets will be delivered prior to the event.Mr. [redacted] did not contact us prior to the event with his concerns. He reached out to us after the event had passed on 9/19/16 at which time we informed him that the email containing the tickets was sent and Mr. [redacted] disclosed that he had in fact received the tickets. As Mr. [redacted] was provided valid tickets in time for the event; we have been consistent with our terms and conditions and are therefore unable to offer a refund. Mr. [redacted] is encouraged to reach out to our customer service team with any additional concerns he may have; as it presently stands, we consider this matter closed. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect...
customers with individual ticket holders and amazing live events. Ms. [redacted] received an email including the tracking number [redacted] on 10/3 notifying her that her tickets were being shipped. Ms. [redacted]’s valid tickets were then delivered on 10/5 and left at the front door. However, Ms. [redacted] later contacted us on 10/16 stating that she was unable to locate her tickets. At this point we informed Ms. [redacted] that would contact the seller to request Ms. [redacted]’s tickets be reissued yet gave no guarantee that this request would be honored. Explained in our sales terms, “Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements.” The seller later informed us that they were unable to fulfill this request. Per our sales terms, Vivid Seats offered Ms. [redacted] alternative seats within her price range. Vivid Seats clearly states, “Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion” and “Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason.” Since Ms. [redacted] did not find the replacement tickets acceptable, her order was canceled on 11/13 and the funds returned to her bank account per our sales terms. However, Vivid Seats has attempted to contact Ms. [redacted] to offer an amicable resolution, stepping outside of our sales terms, yet have been unable to reach her. We encourage Ms. [redacted] to contact our customer service so that we may resolve this matter. As it currently stands, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. In regards to Ms. [redacted]'s statement that the fees were not presented to her, we should note that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the order total, including service and delivery fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When Ms. [redacted] selected her tickets, she was directed to the Login page which displayed a detailed order summary on the right side. After Ms. [redacted] entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displayed the number and prices of her tickets, delivery and service fees, and the total charge highlighted in bold, red text. Before completing her purchase, Ms. [redacted] was required to accept the Terms and Conditions as well as the order total, which included all the fees. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” We have been in contact with Ms. [redacted] regarding this matter and have been able to reach a resolution that is suitable to both parties. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter resolved. Regards,Vivid Seats
Revdex.com:A full refund has been posted on my credit card account as agreed upon by Vivid seats Rep. I consider this matter resolved.
I have reviewed the response made by the business in reference to complaint ID 11702192, and find that this resolution is satisfactory to me.
Sincerely,
Loic [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Eugene [redacted] I have reconciled to purchasing more tickets than I originally intended, and I did receive 5 e-tickets on April 21st.I am simply asking Viviv Seats to check their website to make sure that the review page and the drop down menu indicating quantity are in place as they assumed.I certainly did not see them, and I desperately did not want to buy more tickets than I had originally intended. Surely, Vivd Seats wouldn't want other people to experience what I did.
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]’s statement about her view for the event, we should note that any event layout modifications are made at the artist or venue's discretion and are outside our purview. This policy is noted in our Sales Terms and Conditions with the following statement, which Ms. [redacted] agreed upon when submitting her order, regarding venue changes: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” We have discussed this matter with Ms. [redacted] in detail by email and phone. We have been in contact with Ms. [redacted] and have reached a resolution that is suitable to both parties. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter resolved. Regards, Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted] about her claim; we maintain we are not at fault, and both parties have found an amicable resolution. It is for this reason we consider this matter resolved, but if Ms. [redacted] has any further...
questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Although Mr. [redacted] has claimed that he selected one ticket, our site is user-driven meaning all order details are either selected or inputted by the customer during the checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the quantity selected, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order and adjust the quantity. When Mr. [redacted] viewed tickets he was interested in, he was presented with the event details, ticket location, and a drop down box stating the quantity available. This drop down box provides customers the opportunity to adjust the quantity they wish to purchase. Once Mr. [redacted] declared the listing he wished to purchase, he continued to the Login page which displayed a detailed order summary on the right side. Here Mr. [redacted] was presented with another drop down box as a chance to alter the quantity of tickets. After the customer entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of his tickets, delivery and service fees, and the total charge of $471.88 highlighted in bold text. Here a final opportunity to adjust the quantity selected was provided to Mr. [redacted]. In this order breakdown, Mr. [redacted] selected the option to “Apply a Gift Card or Promo Code” to his order to receive a discount. After entering a promotional discount code, Mr. [redacted] was then presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Directly above the Place Order button, Mr. [redacted] was presented with the bold message, “By clicking ‘Place Order,’ your PayPal account will be charged $471.88.” At this time, Mr. [redacted] proceeded to select Place Order and submitted his order. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Mr. [redacted] placed his order on 3/19/2017 and immediately received his valid tickets for his event which is taking place on 5/6/2017. Prior to receiving this claim, we spoke to Mr. [redacted] regarding this matter and addressed his concerns. We later received a dispute from Mr. [redacted]’s financial institution regarding this transaction. We addressed this, and the dispute was ultimately ruled in our favor on 3/21/2017. Should Mr. [redacted] have and questions regarding the process or outcome of this dispute we encourage him to contact the financial institution with which it was filed. At this time, as Mr. [redacted] was provided multiple opportunities to modify the number of tickets prior to placing his order, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their purchase, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number of ticket, prices of their tickets, delivery and service fees, and the total charge highlighted in red.Our “all sales final” policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout. For an order to be authorized, a check box must be selected agreeing to our sales terms and displays the following message directly above “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Once this is selected a customer must than select the place order button to complete the transaction.We have been in contact with Mr. [redacted] regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mr. [redacted] may have, we consider this matter closed.Regards,Vivid Seat
Thank you for reaching out to us in reference to the concerns of our valued customers, Mr. and Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect...
customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. In regards to our prices being in US Dollars, as a US business, this information is easily accessible. Directly on our Frequently Asked Questions page, under Checkout and Payment(hyperlink), it clearly states that even though Canadian customers may be purchasing for events occurring in Canada, all charges will be in US Dollars. Additionally, this information is clearly stated on our checkout page in bold text. On 12/13 when Mr. and Ms. [redacted] viewed tickets to [redacted] Band on 3/3/17, the top of this page clearly states, “Note: Prices set be sellers may be over face-value. Seats are together, unless noted.” Mr. and Ms. [redacted] then Section: LC Row: N and continued to the Login page which displayed a detailed order summary on the right side.After they entered an email address to create an account, Mr. and Ms. [redacted] then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $207.60 highlighted in bold, red text. At this point, Mr. and Ms. [redacted] were also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Vivid Seats is confident in the transparency of our checkout process as this information is adequately displayed to customers before placing their orders. Mr. and Ms. [redacted] placed their order on 12/13/2016 and promptly received the valid tickets they selected at the time of checkout. As they received their authentic tickets prior to their event on 3/3/2017 and were sufficiently notified of all order details, Vivid Seats has fully complied with our sales terms. As such, we consider this matter closed. Should Mr. or Ms [redacted] have any additional concerns regarding their order, we welcome them to contact our customer service. Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted] Ms. [redacted] purchased tickets to see Janet Jackson though this event was later postponed by the artist for a later date. Ms. [redacted] reached out to us in April of 2016 about this date change and indicated...
that she would no longer be able to attend. It should be noted that at this time Ms. [redacted]’s order did not qualify for a refund as it was a postponed event, per the policy agreed to at checkout.This policy is in place with the goal of ensuring that our customers can attend the event they originally selected as their tickets are still valid for rescheduled events. We understand that in some cases, people may want a refund for events that have a prolonged rescheduled date. We consider the delays and the likelihood of the event to be rescheduled, in order to be responsive to the needs of our customers.After discussing this matter in April of last year with Ms. [redacted], we have since begun issuing refunds for this specific event. Ms. [redacted] contacted us on 2/9/2017 through our Live Chat application though she was unresponsive to the agent at this time. We later received an email from Ms. [redacted] regarding this matter. At this time, prior to receiving this claim, we ensured Ms. [redacted] that we would cancel her order and she would be receiving a full refund. As this matter has been resolved with Ms. [redacted], we hope she will choose Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our customer has claimed that they were send tickets for an event that had already passed, this is incorrect. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of their order. Additionally, our site is completely user-driven meaning all order details are either selected or in-put by the customer during checkout. Once our customer selected the listing they were interested in for Tim and Eric on 7/28/17 at 7:00 PM, they continued to the Login page which displays a detailed order summary on the right side reiterating the date and time of their event. After the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that displays the event details, number and prices of their tickets, delivery and service fees, and the total charge of $106.60 highlighted in bold text. At this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $106.60.” Our customer then proceeded to select “Place Order”, at which time their order was complete.This order was placed on 7/27/17 7:12 PM EST for an event on 7/28/2017 at 7:00 PM EST. The tickets they received, immediately after the order was placed, was for exact event and seat location which our customer selected. As a courtesy, the tickets were re-sent on 7/28/17 8:03 AM EST and again on 7/29/17 8:40 PM EST, after the event at the customer's request. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Prior to receiving this claim we have thoroughly discussed this matter with our customer. As all order details were sufficiently displayed prior to placing their order and the tickets which our customer selected were delivered prior to their event, we consider this matter closed. If our customer has any additional concerns pertaining to their order, we encourage them to contact our customer service department. Regards,Vivid Seats
Thank you for reaching out to us, as we appreciate the opportunity to address a Mr. [redacted]s' concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders and amazing live...
events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their ticket location, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red. As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Mr. [redacted]s regarding this issue and have addressed his ticket location is consistent with what he ordered. We hope that Mr. [redacted]s was able to enjoy his event and encourage him to contact our management team if he has any additional concerns; as it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for getting back to us regarding this issue. As we have stated previously, Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their service fees. As Ms. [redacted] stated, the prices of her tickets, delivery and service fees, and the total charges are highlighted in red on the right hand side of the checkout. In addition, Ms. [redacted]’s order total was displayed directly above the place order button and states “By clicking “Place Order”, your credit card will be charged” and her order total.Although we were not able to speak with her on the phone, as Ms. [redacted] indicated, we were able to assist her and reiterate these policies via email. If Ms. [redacted] has any additional concerns she would like to discuss, she is welcome to reach out to our customer service department. As it stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket holders...
and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Mr[redacted]'s order, it should be noted that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their their event date, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in red.As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. This means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placed. This practice is disclosed and made transparent throughout our website and the order process. Because customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both parties. This means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industry.This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.”We have been in contact with Mr[redacted] regarding this issue and have reached an amicable resolution. Our management team is available to handle any additional concerns that Mr[redacted] may have. As it currently stands, we consider this matter resolved.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our customer has indicated they did not receive their tickets in time for their event, to which we would like to provide clarification at this time. Our customer placed their order on 2/25/2018 for four tickets to St. Louis Blues at Nashville Predators which took place the same day. It should be noted that our customer purchased these tickets at 11:10AM, which is after the event had already started at 11:00AM. Our customer’s valid electronic tickets were sent to them via email at 11:49AM CST, which is 39 minutes after they initially placed their order.Vivid Seats maintains that our customer’s order was filled properly, as their tickets were sent to them shortly after their order was confirmed. In addition to this current claim, our customer filed a dispute with their financial institution regarding this transaction. Nonetheless, in an effort to reach an amicable resolution with our customer, we have accepted their dispute and they were ultimately refunded via their financial institution. If our customer has any further questions regarding this dispute, we encourage them to reach out to the financial institution with which it was filed. As it currently stands, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us regarding this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. To clarify, Vivid Seats is a resale marketplace, this means we are not affiliated with any artist or venue and does not generate...
tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. We facilitate thousands of successful transactions each day with the mission to connect customers with individual ticket holders and amazing live events. Because so many sellers list tickets on our site for numerous events, listing errors do occur in very rare cases. It appears that Mr. and Mrs. [redacted] experienced such an error with their order. Vivid Seats offers a 100% Buyer Guarantee for every order. This guarantee specifically states, “We work in tight collaboration with our ticket resellers for your order, and we guarantee that the tickets you receive are identical, comparable or better than the ones you ordered, or your money back.” As we were unable to provide Mr. and Mrs. [redacted] with comparable or better seats, they were entitled to a full refund. As such, prior to receiving this complaint the order had been refunded on 10/17. Depending on Mr. and Mrs. [redacted] financial institution, it can take three to five business days for their account to reflect this. At this time we consider this matter resolved. If Mr. and Mrs. [redacted] have any further questions or concerns regarding this or any other order, we encourage them to contact a member of our customer service team. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with...
individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our site is completely user-driven meaning all details are either selected or in-put by the customer. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout process. After selecting the listing our customer was interested in, they continued to the Login page and proceeded to enter their shipping and billing address. The zip code on the billing address was entered as [redacted] though the zip code our customer entered for the shipping address was [redacted]. Our customer proceeded to the checkout page and was presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Once our customer submitted their order, they received an order summary email which restated the customer’s information including the shipping address. The following day our customer received an email with the [redacted] tracking number, [redacted], to monitor delivery. As verified by this tracking number, the postal code the customer provided was incorrect. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.As a courtesy, we inquired with the seller on this purchase regarding a reissue of the tickets. It should be noted that this was done as a courtesy as reissue requests are often dependent upon the primary issuer of the tickets with which we have no affiliation; therefore the result of such requests are outside of our purview. The seller later notified us that they would be unable to comply with the reissue request. In the interest of customer satisfaction, we offered our customer a one-time courtesy resolution. This offer, however, was declined by our customer. As such, we consider this matter closed. Any additional questions our customer may have can be directed to our customer service department. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Vivid Seats facilitates thousands of...
successful transactions each day with satisfied customers so we are confident in our delivery process. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders. And yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day. In our measures to maintain a high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properly. Though Mr. [redacted] indicated that the morning of his event he had not received further information regarding the delivery of his tickets at which time he contacted us, we would like to provide clarification. Mr. [redacted] placed his order on 12/30/2016 at 7:38 PM CST and his Special Delivery instructions were sent precisely at 11:03 PM CST to the email address on file for his event which took place the following day. Our records verify that the directions that were sent to Mr. [redacted]’s email were viewed from a workstation, not a mobile device, at 12/31/2016 at 7:29 AM CST. When Mr. [redacted] later contacted us at roughly 1:30 PM CST regarding his claim that his tickets had been picked up by another individual, we acted quickly to thoroughly investigate this matter as we take such claims seriously. We immediately contacted the seller of Mr. [redacted]’s tickets who stated that the customer had contacted him for directions to the location and proceeded to pick up the tickets with two companions. Additionally, the seller provided documentation regarding this communication which occurred at roughly 7:32 AM CST, minutes after the directions were viewed, and again at 10:33 AM CST, roughly thirty minutes before the tickets were picked up. During our investigation into this matter, Vivid Seats also obtained documentation that Mr. [redacted]’s three tickets were scanned into the venue shortly after he contacted us at 1:30 PM CST. Provided the above information, we are unable to substantiate Mr. [redacted]’s claim. Though Mr. [redacted] has stated that we did not attempt to resolve this matter, we have thoroughly addressed Mr. [redacted]’s concerns prior to receiving this claim in addition to offering him a resolution. Mr. [redacted] has since declined this offer made in the interest of customer service. As it currently stands, we consider this matter closed and encourage Mr. [redacted] to contact our customer service if he has any additional concerns regarding his order. Regards, Vivid Seats
Complaint: [redacted]
I am rejecting this response because:To me, 100% customer satisfaction means full customer support when purchasing goods and services. When an issue arose while trying to get access to my tickets, VividSeats "Customer Service" didn't answer my call and was unresponsive causing me to miss the beginning of the event that I purchased tickets for. I nearly missed the entire event but thankfully was able to purchase tickets elsewhere. I reject the offer that was made because the offer is a credit for $100-$200 to purchase additional tickets from VividSeats whom will charge me MORE for additional fees for their service, the very thing I want to avoid. This is not an acceptable offer and I will not accept it. I will not pay the very company that is causing 100% customer dissatisfaction to cause additional frustrations.After additional research, I've discovered that there are several dissatisfied customers that have experienced similar issues, this is no way to run a business.
Sincerely,
[redacted]
Thank you for contacting us in reference to this matter. We appreciate this opportunity to address the concerns of our valued customer, Mr. [redacted]. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. In regards to Mr. [redacted]’s claim that he never received tickets to his event, should be noted as incorrect. On 7/31/16, Mr. [redacted] placed an order for tickets to [redacted], which was scheduled to take place at 7:00 PM on 9/18/16. Before Mr. [redacted] submitted this order, Email Delivery was provided as the delivery method. The tickets Mr. [redacted] purchased were delivered to him at 8:07 AM the morning of 9/18/16 for his event that evening. With respect to Mr. [redacted]'s statement that his tickets were supposed to arrive before a certain date, we would like to provide clarification. The date Mr. [redacted] is describing is the Estimated Ship Date. This is the date we estimate the tickets will be shipped, not a guarantee. Estimated Ship Date is dependent upon the primary issuer of the tickets, with which Vivid Seats has no affiliation. However, we do guarantee our customer that tickets will be delivered prior to the event.Mr. [redacted] did not contact us prior to the event with his concerns. He reached out to us after the event had passed on 9/19/16 at which time we informed him that the email containing the tickets was sent and Mr. [redacted] disclosed that he had in fact received the tickets. As Mr. [redacted] was provided valid tickets in time for the event; we have been consistent with our terms and conditions and are therefore unable to offer a refund. Mr. [redacted] is encouraged to reach out to our customer service team with any additional concerns he may have; as it presently stands, we consider this matter closed. Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect...
customers with individual ticket holders and amazing live events. Ms. [redacted] received an email including the tracking number [redacted] on 10/3 notifying her that her tickets were being shipped. Ms. [redacted]’s valid tickets were then delivered on 10/5 and left at the front door. However, Ms. [redacted] later contacted us on 10/16 stating that she was unable to locate her tickets. At this point we informed Ms. [redacted] that would contact the seller to request Ms. [redacted]’s tickets be reissued yet gave no guarantee that this request would be honored. Explained in our sales terms, “Vivid Seats is a Marketplace and not associated with any venue so we do not generate tickets and cannot reissue replacements.” The seller later informed us that they were unable to fulfill this request. Per our sales terms, Vivid Seats offered Ms. [redacted] alternative seats within her price range. Vivid Seats clearly states, “Vivid Seats reserves the right to replace tickets with comparable or upgraded tickets, at Vivid Seats reasonable discretion” and “Vivid Seats reserves the right to cancel and refund the buyer's order at any time for any reason.” Since Ms. [redacted] did not find the replacement tickets acceptable, her order was canceled on 11/13 and the funds returned to her bank account per our sales terms. However, Vivid Seats has attempted to contact Ms. [redacted] to offer an amicable resolution, stepping outside of our sales terms, yet have been unable to reach her. We encourage Ms. [redacted] to contact our customer service so that we may resolve this matter. As it currently stands, we consider this matter closed. Regards, Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. In regards to Ms. [redacted]'s statement that the fees were not presented to her, we should note that Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of the order total, including service and delivery fees, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When Ms. [redacted] selected her tickets, she was directed to the Login page which displayed a detailed order summary on the right side. After Ms. [redacted] entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displayed the number and prices of her tickets, delivery and service fees, and the total charge highlighted in bold, red text. Before completing her purchase, Ms. [redacted] was required to accept the Terms and Conditions as well as the order total, which included all the fees. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. This policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” We have been in contact with Ms. [redacted] regarding this matter and have been able to reach a resolution that is suitable to both parties. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter resolved. Regards,Vivid Seats
Revdex.com:A full refund has been posted on my credit card account as agreed upon by Vivid seats Rep. I consider this matter resolved.
I have reviewed the response made by the business in reference to complaint ID 11702192, and find that this resolution is satisfactory to me.
Sincerely,
Loic [redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Eugene [redacted] I have reconciled to purchasing more tickets than I originally intended, and I did receive 5 e-tickets on April 21st.I am simply asking Viviv Seats to check their website to make sure that the review page and the drop down menu indicating quantity are in place as they assumed.I certainly did not see them, and I desperately did not want to buy more tickets than I had originally intended. Surely, Vivd Seats wouldn't want other people to experience what I did.
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.In regards to Ms. [redacted]’s statement about her view for the event, we should note that any event layout modifications are made at the artist or venue's discretion and are outside our purview. This policy is noted in our Sales Terms and Conditions with the following statement, which Ms. [redacted] agreed upon when submitting her order, regarding venue changes: “Vivid Seats shall not be held responsible for any such change and will not be obligated to provide a refund or any other compensation.” We have discussed this matter with Ms. [redacted] in detail by email and phone. We have been in contact with Ms. [redacted] and have reached a resolution that is suitable to both parties. Our management team is available to handle any additional concerns that Ms. [redacted] may have; as it presently stands, we consider this matter resolved. Regards, Vivid Seats
Thank you for reaching out to us regarding this issue. Vivid Seats has been in contact with Ms. [redacted] about her claim; we maintain we are not at fault, and both parties have found an amicable resolution. It is for this reason we consider this matter resolved, but if Ms. [redacted] has any further...
questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers...
with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Although Mr. [redacted] has claimed that he selected one ticket, our site is user-driven meaning all order details are either selected or inputted by the customer during the checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the quantity selected, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order and adjust the quantity. When Mr. [redacted] viewed tickets he was interested in, he was presented with the event details, ticket location, and a drop down box stating the quantity available. This drop down box provides customers the opportunity to adjust the quantity they wish to purchase. Once Mr. [redacted] declared the listing he wished to purchase, he continued to the Login page which displayed a detailed order summary on the right side. Here Mr. [redacted] was presented with another drop down box as a chance to alter the quantity of tickets. After the customer entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of his tickets, delivery and service fees, and the total charge of $471.88 highlighted in bold text. Here a final opportunity to adjust the quantity selected was provided to Mr. [redacted]. In this order breakdown, Mr. [redacted] selected the option to “Apply a Gift Card or Promo Code” to his order to receive a discount. After entering a promotional discount code, Mr. [redacted] was then presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are final. All prices are listed in US Dollars (USD).” Directly above the Place Order button, Mr. [redacted] was presented with the bold message, “By clicking ‘Place Order,’ your PayPal account will be charged $471.88.” At this time, Mr. [redacted] proceeded to select Place Order and submitted his order. As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Mr. [redacted] placed his order on 3/19/2017 and immediately received his valid tickets for his event which is taking place on 5/6/2017. Prior to receiving this claim, we spoke to Mr. [redacted] regarding this matter and addressed his concerns. We later received a dispute from Mr. [redacted]’s financial institution regarding this transaction. We addressed this, and the dispute was ultimately ruled in our favor on 3/21/2017. Should Mr. [redacted] have and questions regarding the process or outcome of this dispute we encourage him to contact the financial institution with which it was filed. At this time, as Mr. [redacted] was provided multiple opportunities to modify the number of tickets prior to placing his order, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concerns. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect customers with individual ticket...
holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their purchase, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. When a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side. After the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number of ticket, prices of their tickets, delivery and service fees, and the total charge highlighted in red.Our “all sales final” policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout. For an order to be authorized, a check box must be selected agreeing to our sales terms and displays the following message directly above “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” Once this is selected a customer must than select the place order button to complete the transaction.We have been in contact with Mr. [redacted] regarding this issue, but have been unable to reach an amicable resolution. While our management team is available to handle any additional concerns that Mr. [redacted] may have, we consider this matter closed.Regards,Vivid Seat
Thank you for reaching out to us in reference to the concerns of our valued customers, Mr. and Ms. [redacted]. We appreciate the opportunity to address this matter. Vivid Seats operates on the secondary market and maintains one of the largest seller networks in the industry. Our mission is to connect...
customers with individual ticket holders and amazing live events. To this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process. Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, so we are confident in the transparency of our checkout process. This process provides customers with multiple opportunities to review the details of an order. In regards to our prices being in US Dollars, as a US business, this information is easily accessible. Directly on our Frequently Asked Questions page, under Checkout and Payment(hyperlink), it clearly states that even though Canadian customers may be purchasing for events occurring in Canada, all charges will be in US Dollars. Additionally, this information is clearly stated on our checkout page in bold text. On 12/13 when Mr. and Ms. [redacted] viewed tickets to [redacted] Band on 3/3/17, the top of this page clearly states, “Note: Prices set be sellers may be over face-value. Seats are together, unless noted.” Mr. and Ms. [redacted] then Section: LC Row: N and continued to the Login page which displayed a detailed order summary on the right side.After they entered an email address to create an account, Mr. and Ms. [redacted] then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge of $207.60 highlighted in bold, red text. At this point, Mr. and Ms. [redacted] were also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkout. Our sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your tickets. All prices in US Dollars. All sales are final.” As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holders. The prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demand. Because our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both parties. This means that sellers are notified as soon as an order is placed, and we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry. Vivid Seats is confident in the transparency of our checkout process as this information is adequately displayed to customers before placing their orders. Mr. and Ms. [redacted] placed their order on 12/13/2016 and promptly received the valid tickets they selected at the time of checkout. As they received their authentic tickets prior to their event on 3/3/2017 and were sufficiently notified of all order details, Vivid Seats has fully complied with our sales terms. As such, we consider this matter closed. Should Mr. or Ms [redacted] have any additional concerns regarding their order, we welcome them to contact our customer service. Regards,Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms. [redacted] Ms. [redacted] purchased tickets to see Janet Jackson though this event was later postponed by the artist for a later date. Ms. [redacted] reached out to us in April of 2016 about this date change and indicated...
that she would no longer be able to attend. It should be noted that at this time Ms. [redacted]’s order did not qualify for a refund as it was a postponed event, per the policy agreed to at checkout.This policy is in place with the goal of ensuring that our customers can attend the event they originally selected as their tickets are still valid for rescheduled events. We understand that in some cases, people may want a refund for events that have a prolonged rescheduled date. We consider the delays and the likelihood of the event to be rescheduled, in order to be responsive to the needs of our customers.After discussing this matter in April of last year with Ms. [redacted], we have since begun issuing refunds for this specific event. Ms. [redacted] contacted us on 2/9/2017 through our Live Chat application though she was unresponsive to the agent at this time. We later received an email from Ms. [redacted] regarding this matter. At this time, prior to receiving this claim, we ensured Ms. [redacted] that we would cancel her order and she would be receiving a full refund. As this matter has been resolved with Ms. [redacted], we hope she will choose Vivid Seats for her future event ticket needs. If Ms. [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.Regards,Vivid Seats